Information Technology Support Engineer

Kemipex; Dubai; On-site; AED 70,000 - 110,000; Full time

Job summary

Kemipex is seeking an IT Support Engineer to join our Dubai team. The role focuses on hands-on L1/L2 support, Microsoft 365, asset management, and end-user assistance for a dynamic IT environment.

You will handle onboarding/offboarding, device provisioning, license assignments, and incident resolution across P1–P3 categories while coordinating with OEMs. This on-site position emphasizes problem-solving, documentation, and service-desk excellence.

Qualifications

• Hands-on experience in L1/L2 IT support and end-user support.
• Experience with Microsoft 365, Outlook and Teams.
• Experience in IT asset management and end-user device lifecycle.

Responsibilities

• Monitor internet bandwidth and coordinate with ISPs to resolve issues promptly.
• Manage laptop/desktop deployment, configuration, encryption, antivirus, licensed apps and compliance.
• Handle new-joiner onboarding and IT induction, including ID creation and license assignment.
• Manage employee offboarding, asset recovery and termination of system access.
• Provide on-call support for Microsoft 365, Outlook and Teams, including after-hours issues.
• Maintain IT asset inventory, service desk dashboards and OEM support contracts.
• Coordinate with OEMs for hardware troubleshooting, repairs and replacements.
• Manage P1, P2 & P3 incidents and ensure resolution within SLAs.
• Prepare monthly reports highlighting recurring incidents and permanent corrective actions.
• Follow SOPs for L1/L2 troubleshooting and service desk operations.
• Support IT deployments, new system implementations and meeting-room tech.
• Escalate complex issues to L3 and ensure follow-up until closure.
• Maintain accurate ticket updates and documentation.
• Coordinate with L3 for Microsoft/CSP escalations when advanced troubleshooting is required.

Skills

L1/L2 support

Microsoft 365

Asset management

End-user support

On-call support

Troubleshooting

Documentation

Stakeholder management

OEM support

P1/P2/P3 incidents

Job description

Are you an IT support professional with strong hands-on experience in L1/L2 support, Microsoft 365, asset management, and end-user support? We are looking for an experienced IT Support Engineer to join our team in Dubai.

• Monitor internet bandwidth and telephone connectivity; coordinate with ISPs to resolve issues promptly.
• Manage laptop/desktop deployment, configuration, encryption, antivirus, licensed applications, and compliance.
• Handle new-joiner onboarding and IT induction, including ID creation, license assignment, device configuration, and access management.
• Manage employee offboarding, including asset recovery and termination of system access.
• Provide on-call support for Microsoft 365, Outlook, and Teams, including critical after-hours issues.
• Maintain IT asset inventory, service desk dashboards, and OEM support contracts for Lenovo, Dell, HP, etc.
• Coordinate with OEMs for hardware troubleshooting, repairs, replacements, and expired support contracts.
• Manage P1, P2 & P3 incidents, ensuring resolution within defined SLAs.
• Prepare monthly reports highlighting recurring incidents and recommend permanent corrective actions.
• Follow established SOPs for L1/L2 troubleshooting and service desk operations.
• Support IT deployments, new system implementations, meeting-room technology, wireless access, and local IT infrastructure.
• Escalate complex issues to the L3 support team and ensure regular follow-up until closure.
• Maintain accurate ticket updates and documentation for all troubleshooting activities.
• Coordinate with the L3 team for Microsoft/CSP escalations when advanced troubleshooting is required.

What We're Looking For

• Hands-on knowledge of Microsoft 365, Outlook & Teams
• Experience in IT asset and endpoint management
• Knowledge of incident management and SLA-based ticket resolution
• Experience with OEM support – Lenovo, Dell, HP
• Strong troubleshooting, documentation, and stakeholder-management skills
• Ability to work independently and provide on-call support when required